Exploring the antecedents of loyalty from the perspective of the e-commerce retail customer in Brazil
DOI:
https://doi.org/10.5585/remark.v22i1.17710Keywords:
Loyalty, E-commerce, Electronic Commerce, On-line Retail, On-line PurchasesAbstract
Purpose: This paper presents an exploratory study of a conceptual model developed with the objective of identifying the main factors that antecede loyalty of e-commerce retail customers.
Methodology/approach: More specifically, we propose that the serial and multiple mediating effects of trust and commitment can help to explain the causal relationship of quality with perceived value. We also demonstrate the moderating power of trust, which systematically moderates the shapes of relationships with the criterion variable. Data were collected from retail customers on-line by conducting a survey on the main social networks. Empirical analyses were conducted by multivariate regression with SPSS and PROCESSv3.5.
Findings: The results of these analyses show that e-commerce retail markets are very sensitive to levels of quality, perceived value, and customer satisfaction and loyalty. The control variables included in the analyses of moderation show that that customers’ perceptions with relation to their experience are directly impacted by the retailers’ interfaces.
Research implications: For making low-value purchases, consumers are more willing to take risks in terms of the importance of perceived quality. When purchasing higher-value products, the resources perceived via the interface have a direct impact on the decision to purchase and on customer loyalty.
Originality/value: This paper uses themes and concepts to conceptualize consumer loyalty. Thus, the study innovates by investigating the mediating and moderating effect on the understanding of loyalty in the e-commerce environment in Brazil, contributing to the results of the international literature.
Downloads
References
Akroush, M. N., & Al-Debei, M. M. (2015). An integrated model of factors affecting consumer attitudes towards online shopping. Business Process Management Journal, 21(6), 1353-1376.
Aladwani, A. M., & Palvia, P. C. (2002). Developing and Validating an Instrument for Measuring User-perceived Web Quality. Information & Management, 39(6), 467-476. https://doi.org/10.1016/S0378-7206(01)00113-6
Al-Debei, M. M., Akroush, M. N., & Ashouri, M. I. (2015). Consumer attitudes towards online shopping: The effects of trust, perceived benefits, and perceived web quality. Internet Research, 25(5), 707-733. https://doi.org/0.1108/IntR-05-2014-0146
Alsaad, A., & Taamneh, A. (2019). The effect of international pressures on the cross-national diffusion of business-to-business e-commerce. Technology in Society, 59, 101158. https://doi.org/10.1016/j.techsoc.2019.101158
Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer‐satisfaction for firms. Marketing Science , 12(2), 125-212. https://doi.org/10.1287/mksc.12.2.125
Anderson, R. E., & Srinivasan, S. S. (2003). E‐satisfaction and e‐loyalty: A contingency framework. Psychology & marketing, 20(2), 123–138. https://doi.org/10.1002/mar.10063
Anderson, R. E., & Swaminathan, S. (2011). Customer Satisfaction and Loyalty in E-Markets: A PLS Path Modeling Approach. Journal of Marketing Theory and Practice, 19(2), 221-234. https://doi.org/10.2753/MTP1069-6679190207
Aslam, W., Hussain, A., Farhat, K., & Arif, I. (2020). Underlying Factors Influencing Consumers’ Trust and Loyaltyin E-commerce. Business Perspectives and Research, 8(2), 186-204. https://doi.org/10.1177/2278533719887451
Ba, S., & Johansson, W. C. (2008). An Exploratory Study of the Impact of e‐Service Process on Online Customer Satisfaction. Production and Operations Management, 17(1), 107-119. https://doi.org/10.3401/poms.1070.0006
Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27(3), 391-402. https://doi.org/10.1016/j.ijhm.2007.10.008
Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological. Journal of Personality and Social Psychology, 6, 1173-1182. https://doi.org/10.1037/0022-3514.51.6.1173
Barrutia, J. M., Paredes, M. R., & Echebarria, C. (2016). Value co-creation in e-commerce contexts: does product type matter? European Journal of Marketing, 50(3/4), 442-463.
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study. Journal of Marketing, 69(4), 133–152. https://doi.org/10.1509/jmkg.2005.69.4.133
Bhat, S. A., Islam, S. B., & Lone, U. M. (2021). Antecedents and consequences of online buying behavior: a mediation study. South Asian Journal of Business Studies, head-of-print(head-of-print). https://doi.org/10.1108/SAJBS-07-2020-0223
Boulding, W., Kalra, A., Staelln, R., & Zeithaml, V. A. (1993). A dynamic process model ofservice quality: from expectations to behavioural intentions. Journal of Marketing Research, 30(1), 7-27. https://doi.org/10.1177/002224379303000102
Bressolles, G., Durrieu, F., & Deans, K. R. (2015). An examination of the online service-profit chain. nternational Journal of Retail & Distribution Management, 43(8), 727-751. https://doi.org/10.1108/IJRDM-11-2013-0214
Chang, H. H., & Chen, S. W. (2008a). The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator. Computers in Human Behavior, 24(6), 2927-2944. https://doi.org/10.1016/j.chb.2008.04.014
Chang, H. H., & Chen, S. W. (2008b). The impact of online store environment cues on purchase intention: Trust and perceived risk as a mediator. Online Information Review, 32(6), 818-841. https://doi.org/10.1108/14684520810923953
Chang, s. H., Wang, Y.-H., & Yang, W.-Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: moderating effect of perceived value. Total Quality Management, 20(4), 423-443. https://doi.org/10.1080/14783360902781923
Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29-35. https://doi.org/10.1016/j.tourman.2009.02.008
Chen, J. V., Yen, D. C., Pornpriphet, W., & Widjaja, A. E. (2015). E-commerce web site loyalty: A cross cultural comparison. Information Systems Frontiers, 17(6), 1283–1299. https://doi.org/10.1007/s10796-014-9499-0
Chen, S.-C. (2012). The customer satisfaction–loyalty relation in an interactive e-service setting: The mediators. Journal of Retailing and Consumer Services, 19(2), 202-210. https://doi.org/10.1016/j.jretconser.2012.01.001
Chen, Z., & Dubinsky, A. J. (2003). A conceptual model of perceived consumer value in e-commerce: A preliminary investigation. sychology & Marketing, 20(4), 323–347. https://doi.org/10.1002/mar.10076
Chiu, C.-M., Chang, C.-C., Cheng, H.-L., & Fang, Y.-H. (2009). Determinants of customer repurchase intention in online shopping. Online Information Review, 33(4), 761-784. https://doi.org/10.1108/14684520910985710
Choi, J., Seol, H., Lee, S., Cho, H., & Park, Y. (2008). Customer satisfaction factors of mobile commerce in Korea. Internet Research, 18(3), 313-335. https://doi.org/10.1108/10662240810883335
Chopdar, P. K., Paul, J., Korfiatis, N., & Lytras, M. D. (2022). Examining the role of consumer impulsiveness in multiple app usage behavior among mobile shoppers. Journal of Business Research, 140, 657-669. https://doi.org/10.1016/j.jbusres.2021.11.031
Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275. https://doi.org/10.1177/1094670505278867
Cristobal, E., Flavián, C., & Guinalíu, M. (2007). Perceived e‐service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality: An International Journal, 17(3), 317-340. https://doi.org/10.1108/09604520710744326
Davis-Sramek, B., Mentzer, J. T., & Stank, T. P. (2008). Creating consumer durable retailer customer loyalty through order fulfillment service operations. Journal of operations management, 26, 781-797. https://doi.org/10.1016/j.jom.2007.07.001
Díaz, G. R. (2017). The influence of satisfaction on customer retention in mobile phone market. Journal of Retailing and Consumer Services, 36, 75-85. https://doi.org/10.1016/j.jretconser.2017.01.003
Dinev, T., Bellotto, M., Hart, P., Colautti, C., Russo, V., & Serra, I. (2017). Privacy trade-off factors in e-commerce – a study of Italy and the United States. Academy of Management, 2005(1), A1-A6 . https://doi.org/10.5465/ambpp.2005.18781234
Faraoni, M., Rialti, R., Zollo, L., & Pellicelli, A. C. (2019). Exploring e-Loyalty Antecedents in B2C e-Commerce: Empirical results from Italian grocery retailers. British Food Journal, 121(2), 574-589. https://doi.org/10.1108/BFJ-04-2018-0216
Frisou, J. (2005). Une approche tendancielle du comportement de fidélité : Du concept à sa mesure. Recherche et Applications en Marketing (French Edition), 20(2), 105-125. https://doi.org/10.1177/076737010502000205
GLOBE NEWSWIRE. (2020, February). Global E-commerce Logistics Industry. 85. Global Industry Analysts. https://www.reportlinker.com/p05798437/Global-E-commerce-Logistics-Industry.html?utm_source=GNW
Grewal, D., Gauri, D. K., Roggeveen, A. L., & Sethuraman, R. (2021). Strategizing retailing in the new technology era. Journal of Retailing, 97(1), 6-12. https://doi.org/10.1016/j.jretai.2021.02.004
Gupta, T., Bhandari, R. S., & Rani, M. (2019). An Analytical Assessment of the Precursors of E-Loyalty for Gen Z in the Indian E-Retail Sector. International Conference on Advancements in Computing & Management (ICACM-2019) (pp. 793-802). Jaipur, India: Jagannath University. https://doi.org/10.2139/ssrn.3464945
Ha, S., & Stoel, L. (2009). Consumer e-shopping acceptance. Antecedents in a technology acceptance model. Journal of Business Research, 62(5), 565-571. https://doi.org/10.1016/j.jbusres.2008.06.016
Hahn, K. H., & Kim, J. (2009). The effect of offline brand trust and perceived internet confidence on online shopping intention in the integrated multi‐channel context. International Journal of Retail & Distribution Management, 37(2), 126-141. https://doi.org/10.1108/09590550910934272
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis (7 ed.). Edinburgh Gate: Pearson.
Hayes, A. F. (2018). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach (2 ed.). New York: The Guilford Press.
Hoffman, D. L., Novak, T. P., & Peralta, M. (1999). Building consumer trust online. Communications Of The ACM, 42(4), 80-85. https://doi.org/10.1145/299157.299175
Hride, F. T., Ferdousi, F., & Jasimuddin, S. M. (2022). Linking perceived price fairness, customer satisfaction, trust, and loyalty: A structural equation modeling of Facebook-based e-commerce in Bangladesh. Global Business and Organizational Excellence, 41(3), 41-54. https://doi.org/10.1002/joe.22146
Hsu, M.-H., Chang, C.-M., & Chuang, L.-W. (2015). Understanding the determinants of online repeat purchase intention and moderating role of habit: The case of online group-buying in Taiwan. International Journal of Information Management, 35(1), 45-56. https://doi.org/10.1016/j.ijinfomgt.2014.09.002
Hu, H.-H. (., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111-125. https://doi.org/10.1080/02642060802292932
Jiang, L., Jun, M., & Yang, Z. (2016). Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce? Service Business, 10(2), 301–317. https://doi.org/10.1007/s11628-015-0269-y
Kassim, N. M., & Abdullah, N. A. (2008). Customer Loyalty in e‐Commerce Settings: An Empirical Study. Electronic Markets, 18(3), 275-290. https://doi.org/10.1080/10196780802265843
Kassim, N. M., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371. https://doi.org/10.1108/13555851011062269
Kassim, N. M., & Ismail, S. (2009). Investigating the complex drivers of loyalty in e‐commerce settings. Measuring business excellence, 13(1), 56-71. https://doi.org/10.1108/13683040910943054
Keller, K. L. (1993). Conceptualizing, Measuring, and Managing Customer-Based Brand Equity. Journal of marketing, 57(1), 1-22. https://doi.org/10.1177/002224299305700101
Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283-302. https://doi.org/10.1108/SAJBS-01-2019-0016
Khaskheli, A., & Jun, Y. (2016). A Review on the Importance of E-Commerce for SMEs in Pakistan. Journal on Innovation and Sustainability, 7(1), 11-17.
Kim, E. Y., & Kim, Y.-K. (2004). Predicting online purchase intentions for clothing products. European journal of Marketing, 38(7), 883-897. https://doi.org/10.1108/03090560410539302
Kim, H., & Niehm, L. S. (2009). The impact of website quality on information quality, value, and loyalty intentions in apparel retailing. Journal of interactive marketing, 23(3), 221-233. https://doi.org/10.1016/j.intmar.2009.04.009
Kim, M., Kim, J.-H., & Lennon, S. J. (2006). Online service attributes available on apparel retail web sites: an E-S-QUAL approach. Managing Service Quality: An International Journal, 16(1), 51-77. https://doi.org/10.1108/09604520610639964
Kim, S.-H., Holland, S., & Han, H.-S. (2013). A Structural Model for Examining how Destination Image, Perceived Value, and Service Quality Affect Destination Loyalty: a Case Study of Orlando. International Journal of Tourism Research, 15(4), 313–328. https://doi.org/10.1002/jtr.1877
Kim, Y., & Peterson, R. A. (2017). A Meta-analysis of Online Trust Relationships in E-commerce. Journal of Interactive Marketing, 38, 44-54. https://doi.org/10.1016/j.intmar.2017.01.001
Kuan, H. H., Bock, G.-W., & Vathanophas, V. (2005). Comparing the Effects of Usability on Customer Conversion and Retention at E-Commerce Websites. 38th Hawaii International Conference on System Sciences (HICSS-38 2005), (pp. 1-9). Big Island, HI, USA. https://doi.org/10.1109/HICSS.2005.155
Lacohee, H., Phippen, A. D., & Furnell, S. M. (2006). Risk and restitution: Assessing how users establish online trust. Computers & Security, 25(7), 486-493. https://doi.org/10.1016/j.cose.2006.09.001
Lee, G.-G., & Lin, H.-F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161-176. https://doi.org/10.1108/09590550510581485
Lee, S., Jin, N. P., & Lee, H. (2014). The Moderating Role of Water Park Service Quality, Environment, Image, and Food Quality on Perceived Value and Customer Loyalty: A South Korean Case Study. Journal of Quality Assurance in Hospitality & Tourism, 15(1), 19-43. https://doi.org/10.1080/1528008X.2014.855102
Lestari, D. (2019). Measuring e-commerce adoption behaviour among gen-Z in Jakarta, Indonesia. EconomicAnalysisandPolicy, 64, 103-115. https://doi.org/10.1016/j.eap.2019.08.004
Liang, R.-Y., Guo, W., Zhang, L.-H., & Wang, L. (2019). Investigating Sustained Participation in Open Design Community in China: The Antecedents of User Loyalty. Sustainability, 11(8), 2420-2439. https://doi.org/10.3390/su11082420
Lin, H.-F. (2010). The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context. Total Quality Management and Business Excellence, 18(4), 363-378. https://doi.org/10.1080/14783360701231302
López-Miguens, M. J., & GonzálezVázquez, E. (2017). An integral model of e-loyalty from the consumer's perspective. Computers in Human Behavior, 72, 397-411. https://doi.org/10.1016/j.chb.2017.02.003
Ludin, I. H., & Cheng, B. L. (2014). Factors Influencing Customer Satisfaction and E-Loyalty: Online Shopping Environment among the Young Adults. Management Dynamics in the Knowledge Economy, 2(3), 462-¬471.
Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measurement and application in the catalog and internet shopping environment. Journal of Retailing, 77(1), 39-56. https://doi.org/10.1016/S0022-4359(00)00045-2
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709-734. https://doi.org/10.5465/amr.1995.9508080335
Mu, S. S., Lin, L., Chen, Y., Kou, G., & Chen, X.-J. (2018). The impact of perceived online service quality on swift guanxi: Implications for customer repurchase intention. Internet Research, 28(2), 432-455. https://doi.org/10.1108/IntR-12-2016-0389
Najjar, H. (2020). Relational Perspectives of Perceived Service Quality in the Online and Offline Environments: A Meta-Analysis. Journal of Relationship Marketing, 19(3), 1-21. https://doi.org/10.1080/15332667.2019.1664877
Nisar, T. M., & Prabhakar, G. (2017). What factors determine e-satisfaction and consumer spending in e-commerce retailing? Journal of Retailing and Consumer Services, 39, 135-144. https://doi.org/10.1016/j.jretconser.2017.07.010
O’Cass, A., & Carlson, J. (2012). An e-retailing assessment of perceived website-service innovativeness: Implications for website quality evaluations, trust, loyalty and word of mouth. Australasian Marketing Journal (AMJ), 20(1), 28-36. https://doi.org/10.1016/j.ausmj.2011.10.012
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of marketing, 63(4), 33-44. https://doi.org/10.1177/00222429990634s105
Palese, B., & Usai, A. (2018). The relative importance of service quality dimensions in E-commerce experiences. International Journal of Information Management, 40, 132-140. https://doi.org/10.1016/j.ijinfomgt.2018.02.001
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-Qual: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233. https://doi.org/10.1177/1094670504271156
Parasuraman, A., Zeithaml, V., & Berry, L. L. (1988). SERVQUAL: A Multi-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Pavlou, P. A. (2003). Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model. International Journal ofElectronic Commerce, 7(3), 101-134. https://doi.org/10.1080/10864415.2003.11044275
Pearson, A., Tadisina, S., & Griffin, C. (2012). The Role of E-Service Quality and Information Quality in Creating Perceived Value: Antecedents to Web Site Loyalty. Information Systems Management, 29(3), 201-215. https://doi.org/10.1080/10580530.2012.687311
Peña, A. I., Jamilena, D. M., & Molina, M. Á. (2013). Antecedents of loyalty toward rural hospitality enterprises: The moderating effect of the customer's previous experience. International Journal of Hospitality Management, 34, 127-137. https://doi.org/10.1016/j.ijhm.2013.02.011
Pereira, H. G., Salgueiro, M. d., & Rita, P. (2016). Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism. Journal of Retailing and consumer Services, 30, 279-291. https://doi.org/10.1016/j.jretconser.2016.01.003
Qureshi, I., Fang, Y., Ramsey, E., McCole, P., Ibbotson, P., & Compeau, D. (2009). Understanding online customer repurchasing intention and the mediating role of trust – An empirical investigation in two developed countries. European Journal of Information Systems, 18(3), 205-222. https://doi.org/10.1057/ejis.2009.15
Ramanathan, R. (2011). An empirical analysis on the influence of risk on relationships between handling of product returns and customer loyalty in E-commerce. International Journal of Production Economics, 130(2), 255-261. https://doi.org/10.1016/j.ijpe.2011.01.005
Ranaweera, C., McDougall, G., & Bansal, H. (2005). A model of online customer behavior during the initial transaction: Moderating effects of customer characteristics. Marketing Theory, 5(1), 51–74. https://doi.org/10.1177/1470593105049601
Russo, I., Confente, I., & Borghesi, A. (2018). Consumer Satisfaction and Loyalty in Digital Markets: Exploring the Impact of Their Antecedents. In C. Rossignoli, F. Virili, & S. Za, Digital Technology and Organizational Change. Lecture Notes in Information Systems and Organisation (Vol. 23, pp. 141-148). Cham: Springer. https://doi.org/10.1007/978-3-319-62051-0_12
Sanz-Blas, S., Ruiz-Mafé, C., & Perez, I. P. (2014). Key drivers of services website loyalty. The Service Industries Journal, 34(5), 455-475. https://doi.org/10.1080/02642069.2014.871530
Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). An Integrative Model of Organizational Trust: Past, Present, and Future. Academy of Management Review, 32(2), 344-354. https://doi.org/10.5465/amr.2007.24348410
Semerádová, T., & Weinlich, P. (2022). The Broad and Narrow Definition of E-Commerce. In T. Semerádová, & P. Weinlich, Achieving Business Competitiveness in a Digital Environment. Contributions to Management Science (pp. 1-26). Cham: Springer. https://doi.org/10.1007/978-3-030-93131-5_1
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of retailing, 78(1), 41-50. https://doi.org/10.1016/S0022-4359(01)00065-3
Suhaily, L., & Darmoyo, S. (2017). Effect of product quality, perceived price and brand image on purchase decision mediated by customer trust (study on japanese brand electronic product). Jurnal Manajemen, 21(2), 179-194. https://doi.org/10.24912/jm.v21i2.230
Swaminathan, S., Anderson, R., & Song, L. (2018). Building loyalty in e-commerce: Impact of business and customer characteristics. Journal of Marketing Channels, 25(1-2), 22-35. https://doi.org/10.1080/1046669X.2019.1646184
Tseng, S.-M. (2021). Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery. International Journal of Quality and Service Sciences, 13(2), 300-320. https://doi.org/10.1108/IJQSS-07-2020-0115
Tzavlopoulos, I., Gotzamani, K., Andronikidis, A., & Vassiliadis, C. (2019). Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty. International Journal of Quality and Service Sciences, 11(4), 576-587. https://doi.org/10.1108/IJQSS-03-2019-0047
Wu, H.-C., Ai, C.-H., & Cheng, C.-C. (2019). Experiential quality, experiential psychological states and experiential outcomes in an unmanned convenience store. Journal of Retailing and Consumer Services, 51, 409-420. https://doi.org/10.1016/j.jretconser.2019.07.003
Wu, L.-Y., Chen, K.-Y., Chen, P.-Y., & Cheng, S.-L. (2014). Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective. Journal of Business Research, 67(1), 2768-2776. https://doi.org/10.1016/j.jbusres.2012.09.007
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799-822. https://doi.org/10.1002/mar.20030
Yaya, L. H., Marimon, F., & Casadesus, M. (2011). Customer's loyalty and perception of ISO 9001 in online banking. Industrial Management & Data Systems, 111(8), 1194-1213. https://doi.org/10.1108/02635571111170767
Yen, C.-H., & Lu, H.-P. (2008). Effects of e‐service quality on loyalty intention: an empirical study in online auction. Managing Service Quality: An International Journal, 18(2), 127-146. https://doi.org/10.1108/09604520810859193
Yuana, S., Liu, L., Su, B., & Zhang, H. (2020). Determining the antecedents of mobile payment loyalty: Cognitive and affective perspectives. Electronic Commerce Research and Applications, 41, 100971. https://doi.org/10.1016/j.elerap.2020.100971
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22. https://doi.org/10.1177/002224298805200302
Zeng, L., Salvendy, G., & Zhang, M. (2009). Factor structure of web site creativity. Computers in Human Behavior, 25(2), 568-577. https://doi.org/10.1016/j.chb.2008.12.023
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Brazilian Journal of Marketing - BJM
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
- Abstract 985
- PDF 786
